Forum Discussion
No Impressed With Telus Home Security
We were switched to ADT Security and now Telus Security. We received a letter stating our alarm system would need to be upgraded to continue working. That’s fine, but our system isn’t that old and I don’t want to be paying anymore than I’m currently paying. I’ve tried to get a hold of the custom security team, and a number of calls, and they still haven’t called back. Ready to cancel security all together.
the one rep I talked to today said it would be no problem to match our current price, they can’t because the door locks need to be replaced… what? Why. On the Telus website they even say they are compatible. So not impressed with this transition and the lack of knowledge.
10 Replies
February bill was the same as usual. My March bill was significantly more. So I check the fine print on my February bill and it states that effective February, my bill is going up by $5. They wait until the March bill to apply retroactive February charges so literally not even one month's notice. Also, my March bill shows the $5 as Security System Maintenance. What maintenance? This seems like another "fee" cash grab. It does not end.
I just saw the same fee on my bill. I agree that this reads as a cash grab as there is no context as to what "Security System Maintenance" is or does. They would get a lot more credit if the shared the increase in advance and explained what it is for. Before Telus bought my previous provider, I had the same price for years. Now after about a year the price has gone up more than 10%. This is a significant increase and it is concerning to think how frequently it will happen.
Our wireless alarm started to chirp loudly. I suggested to Telus ADT support maybe it's the batteries. There reply was to charge $ 195.00 to come out. In the end they removed the $ 195.00 charge, suggested an upgrade but the technician never showed up to do the upgrade. When this problem occurred I had to go through Telus customer service, Telus support and then Telus upgrade. 3 different divisions and how many people and how long on the phone???. My suggestion is to stay away from Telus ADT.
Terry Morrison
Surrey, B.C.
Telus ADT sent a PDF contract on Feb. 26/2025 for $ 25.00 a month. They changed it to $ 67.00 on March 22. Hakim told me he would look after this and offered a $ 10.00 monthly credit for 6 months because of all the phone calls. I have an email to prove this. Bill came in at $ 67.00 and no credit. When I called in I asked to speak with Hakim he refused. Telus has hired liars and they are not trustworthy.
TELUS_SupportOfficial Support Team
Hi there, we're really sorry to hear about your experience and completely understand your frustration.
This is definitely not the kind of service we aim to provide. We'd like to help get this resolved as quickly as possible. Please send us a private message with your account details and any supporting info (like the PDF contract or the email regarding the credit). We'll make sure this is reviewed by the right team and looked into thoroughly.
I was recently migrated over to Telus as well. Yesterday I was unable to access doorbell recordings thorugh my phone app or the panel. I have been on the phone with Telus Home Security this morning for well over an hour now and am on the 3rd representative. The second representative I spoke too said they were unable to help me as my account was cancelled in Feb 2023 which is why the video recordings werent showing up. He wasnt able to see the monthly invoices I am sent by home security and paying for. He wasnt able to see my previous calls made to Telus Home Security since the migration in June and he claimed to have been in the Home Security Department. This switch over to Telus is an absolute joke and if they cant resolve this today, i will be cancelling my services altogether.
This exactly happened to me. I called a representative to check for some cameras stop working, which it is a very frequent experience since migrating from adt to telus, and the representative offered an upgrade of my plan. He cancelled my account without let me know it, and my system stop working and I realized just when going to arm my home. This morning I was told by another agent that this guy made everything wrong and unfortunately, I have to install all the system again to be able to use it. I cancelled the 5 years agreement that I just had agreed with the guy for the upgrade, for complete dissatisfaction, I cannot imagine 5 years with similar experiences. I am now moving to a more serious security system company and waiting to the end of another services agreement to shop around too. Telus is very expensive itself and I cannot support a company servicing in crappy way.
- TELUS_Support
Definitely not the experience we want for our customers. We'll send you a private message to discuss further and see if there's anything we can do to help!
- TELUS_Support
Hi Joni22 we are sorry you are experiencing issues and we want to help. Please look for a message in your inbox from us
- TELUS_Support
We sincerely apologize for the issues you've encountered with the transition. Please send us a private message with your account details so we can escalate this matter and have someone from our team reach out to you directly.
